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AuthorBuchanan, Richard W
TitleWhen customers think we don't care : ending actions that self-destruct companies, customer service and jobs / Richard W. Buchanan
Imprint Sydney, NSW : McGraw-Hill, c2002
Descript viii, 288 p


Part 1: Turning cultures that can't into cultures that care -- The enemy within that sabotages companies, customer service and jobs -- Where it all starts to go wrong - human nature -- How self-destruction works in workers - and how to stop it -- How self-destruction works in management -- How self-destruction works in 'non-marketers', who want no part of it -- Part 2: Straightening out marketing -- How self-destruction works through marketers -- Making the pardigm shift -- Barriers, the basic building blocks of post-modernist business -- The power of post-modernist marketing -- Part 3: Clearing out self-destructive barriers -- Barriers, bothers and business -- Post-modernism merged with mainstream marketing -- Marketing made easy -- Barrier-based action plans -- Steps to staff survival and success -- Of confidence, costs and caring customer service

Customer relations Consumer satisfaction Customer services Success in business

Sasin Library658.812 B918W 2002CHECK SHELVES

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